Speech Analytics Junior Analyst - Hybrid Insights

Vanguard; United Kingdom; Hybrid; GBP 55,000 - 85,000; Full time

Job summary

Vanguard is seeking a Data Analytics professional to develop, maintain, and optimize Speech-to-Text Analytics within Genesys Cloud, ensuring governance, scalability, and best practices. You'll analyze call data to identify drivers, sentiment, trends, and opportunities, delivering dashboards and reports that drive operational improvements and data-driven decisions in a hybrid work environment.

Collaborate with Workforce Management, Service & Operations Enablement, CCE and product teams to promote

Qualifications

• Minimum of two years of related work experience.
• Undergraduate degree or an equivalent combination of training and experience.
• Strong quantitative and technical aptitude.
• Demonstrated attention to detail and commitment to balancing quality, accuracy, and efficiency.
• Strong organizational and time management skills with the ability to manage multiple priorities independently.
• Adaptable and flexible in a fast-paced, changing environment.
• Excellent written and verbal communication skills.

Responsibilities

• Develop, maintain, and optimize Speech-to-Text Analytics solutions within Genesys Cloud, ensuring effective governance, scalability, and adherence to best practices.
• Analyze speech and interaction data to identify call drivers, customer sentiment, emerging trends, operational risks, and client experience opportunities.
• Deliver recurring reporting, dashboards, and ad hoc analyses that provide stakeholders with actionable insights and recommendations.
• Translate analytics findings into operational improvements, including enhancing wrap-up code accuracy, identifying coaching and training opportunities, and supporting process optimization initiatives.
• Partner with Workforce Management, Service & Operations Enablement (S&OE), Client Contact Experience (CCE), Product, and other business partners to drive adoption of analytics insights and support data-driven decision making.
• Support complex analytics, reporting, and enablement initiatives, ensuring timely execution, data accuracy, and effective stakeholder communication.
• Perform other duties and special projects as assigned.

Skills

Quantitative aptitude

Attention to detail

Time management

Communication skills

Adaptability

Education

Bachelor's degree or equivalent

Tools

Genesys Cloud

Excel

PowerPoint

Job description

Vanguard is seeking a Data Analytics professional to develop, maintain, and optimize Speech-to-Text Analytics within Genesys Cloud, ensuring governance, scalability, and best practices. You'll analyze call data to identify drivers, sentiment, trends, and opportunities, delivering dashboards and reports that drive operational improvements and data-driven decisions in a hybrid work environment.

Collaborate with Workforce Management, Service & Operations Enablement, CCE and product teams to promote